Forbes October 17, 2024
Alok Kulkarni is Co-Founder and CEO of Cyara, a customer experience (CX) leader trusted by leading brands around the world.
Over the past several years, business and customer experience (CX) leaders have shown an increased interest in AI-powered customer journeys. A recent study from Zendesk found that 70% of CX leaders plan to integrate AI into many customer touchpoints within the next two years, while over half of respondents expressed their desire to increase AI investments by 2025. In turn, customer expectations have evolved to reflect these significant technological advancements, with an increased focus on self-service options and more sophisticated bots.
Conversational and generative AI-powered CX channels such as chatbots and virtual agents have the potential to transform the ways...
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